ENow Software · 4 hours ago
Senior Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $110K/yr
3+ years expENow Software is a leader in the Microsoft systems management space, seeking a Senior Customer Success Manager to serve as the primary strategic partner for a portfolio of enterprise customers. This role focuses on building trusted relationships, driving measurable commercial outcomes, and ensuring customer success through proactive management of the post-sale relationship.
CRMInformation TechnologySoftware
Responsibilities
Own customer retention and renewal outcomes across a defined book of enterprise accounts, with performance measured against gross and net revenue retention targets
Serve as the primary point of contact and trusted advisor for customers, building strong relationships with IT, security, and business stakeholders
Lead onboarding and adoption efforts, ensuring customers achieve value quickly and continue to expand their usage of ENow’s solutions
Develop and execute account success plans that tie customer goals, usage, and milestones directly to renewal and growth outcomes
Proactively identify expansion opportunities, partnering with Sales and leadership to drive incremental revenue aligned to customer value
Conduct regular health checks, success reviews, and executive touchpoints to anticipate risks, surface opportunities, and reinforce ROI
Act as the voice of the customer internally, advocating for customer needs and providing feedback to Product and Engineering to influence roadmap decisions
Manage escalations and complex issues with urgency and empathy, partnering cross-functionally to deliver timely resolution
Forecast and report on account health, renewal risk, and expansion opportunities, maintaining clear visibility into revenue performance
Contribute to the development of scalable Customer Success processes, playbooks, and best practices as ENow continues to grow
Qualification
Required
3–4+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar customer-facing role within SaaS or enterprise software
Strong familiarity with Microsoft ecosystems, including Microsoft 365, Entra ID, Azure, and related identity, security, or infrastructure concepts
Experience working directly with—or selling into—IT and Information Security teams, with an understanding of their operational and security priorities
Demonstrated success in roles where performance was tied to retention, expansion, or revenue-related outcomes
Proven ability to manage executive-level relationships and influence decision-makers in a remote setting
Strong written and verbal communication skills, with excellent organization and follow-through
Comfort working cross-functionally with Sales, Product, Engineering, and Support teams in a distributed environment
Ability to travel on a monthly or more frequent basis (approximately 20% of the time) to meet with customers in person for on-site visits and conferences
Preferred
Bachelor's degree in Business, Information Technology, Computer Science, or related field
Experience in a high-growth or early-stage SaaS environment
Familiarity with CRMs (e.g., Salesforce, Hubspot, etc)
Background in cybersecurity, identity management, or enterprise IT operations
Benefits
Competitive total rewards package which includes base salary and a comprehensive benefits & perks package.
Health, Dental, Vision
Flexible Spending Account (FSA)
3 weeks of PTO!
401K
Company
ENow Software
ENow optimizes the service delivery and security of mission-critical Microsoft collaboration and identity infrastructure.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Mike Kinney
COO/CRO
Recent News
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